Summary

PR practitioners and journalists who communicated about the crash of Continental Flight 3407 noted that a number of factors contributed to effective communication during the crisis.o A crisis communication plan was in place.o Organizations spoke with one clear voice.o No one ever said “no comment” to the media.o There was a quick response time — within one hour of the tragedy.o People were familiar with media needs and deadlines.o PR professionals provided a constant flow of information.o Top officials were on the scene immediately, taking charge and expressing their concern.o There was an effective use of media, the Internet and face-to-face communication.